AAA Cab Service, Inc.

I frequently us a cab to get around as I am older and do not drive any longer. About every other time I call AAA Cab (call answered as Yellow Cab - a subsidiary name) the cab does not show up. This morning is a perfect example of this service - 1 hour after I ordered the cab, I called to see why it had not shown up. The "customer service rep" who answered my call CANCELLED my cab rather than see why it had not shown up. I asked for a supervisor and was told the supervisor was "too busy" to talk to me. I called back and got a different customer service rep who put me in line to be the third customer to speak to a supervisor. 15 minutes later the call rolled back to an automated system which put me thru to yet another customer service rep who put me thru to ANOTHER customer service rep who again said the supervisor was too busy to speak to me. She supposedly took down all of my information for a return call by the supervisor. This whole fiasco started at 8:30 am. It is now 10:30 am and I still have NO cab, NO explanation as to why, and NO call from a supervisor.

This cab company is WORTHLESS if you want to get anywhere!

Review: On 4/8/13 I reserved a taxi (confirmation #[redacted]) for a 5:15 pickup on 4/17/13 as I had an important meeting at the [redacted] at 6PM.

On 4/17/13, taxi driver [redacted] charged my credit card for extra tip of $6.00. I had already tipped him 6 dollars in cash. It was past 6:30 PM when I arrived at my meeting in [redacted]. Taxi driver [redacted] was unprofessional and did not provide proper service. He failed to have enough gas in his cab and had to make a stop at the [redacted] in [redacted]. We then had to go back to my house so he could start his meter. He did not know the directions from [redacted] to [redacted]. I handed him a printed [redacted] directions I had with me to help him. He added the $6.00 on the receipt after I told him, this should not be added on my credit card. He replied that he had to do that!!!

On 5/16/13 upon receipt of my credit card statement, I called [redacted] Cab's office to report the above extra tip charge of $6.00 and spoke with [redacted]. She asked for the last 4-digits of my credit card and my phone number. Never heard from anyone. My credit card statement did not show a credit for the extra 6 dollars tip. I requested to have this credited back to my card. Driver [redacted] told me he was new and it was his 2nd time charging the fare on a credit card.Desired Settlement: This company has so many problems and I want management to know about this. I gave them a second chance. [redacted] Cab should pay attention to train their drivers properly, install GPS or make sure taxis have gas and proper working equipment. They have failed with me and I will no longer use [redacted] Cab services.

Business

Response:

Good morning, first I would like to apologize for the terrible service this customer received. This driver is no longer with the company. We have since changed the entire training program from 2 days to 4 days. I will refund the $6.00 the driver charged extra for tip. I would also like to offer a $25.00 voucher, I hope with this the customer could give us a try one more time along with my cell # ###-###-####, so she can reach me anytime.

Again please accept my apologies,

Director of Transportation

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I scheduled an appointment with my medical insurance provider for yellow cab to transport me to my Dr's appointment on 03/12/2014 because I have several very serious health issues. I received a call from the cab driver at 2:57pm from ###-###-#### I forgot to ask his name, he was a very nice apologetic black man. After he never showed up I called the transportation company who setup my ride, they told me the cab was 7 minutes away. at 3:30pm so after a considerable amount of time I called back at 3:56pm a MTBA CSR tried to tell me the cab was 10 minutes away then tried to tell me they were still trying to assign the call. My Dr appointment was at 4:30 and it is almost an hour away from my apartment. The cab driver who originally called me at 2:57pm called me at 4:15 to tell me he was on the way to take me to my appointment at that point it was too late to get me to the appointment so I would be seen which caused me to have a $25 missed appointment fee. There is no way I can get from [redacted] W Grove Parkway Rd in Tempe, AZ to [redacted] S Ellsworth Rd, Mesa, AZ 85212 in 15 minutesDesired Settlement: I would like them to pay the $25 missed appointment fee they caused, and I would like to speak with a dispatch supervisor something they kept telling me was not possible.

*Also I am signing to release my health information under duress. I should not have to give anyone health information to file a complaint bout transportation services.

Business

Response:

Dear [redacted],

First of all, we want to apologize for the late arrival of your transportation on March 3, 2014. We understand your disappointment. I can promise you that the highest quality of standards will be met in the future. In regards to your request of $25.00. We would need a receipt of payment per your PCP. You can fax a copy to ###-###-####. I have also contacted the insurance provider customer service department and the dispatch supervisor to set up a procedure with them so they can contact me to discuss assigning a drive to your calls in the future.

I'm confident that with these procedures that we have placed. You will find that we can deliver our standard high quality of service.

Thank you

Operations Manager Yellow Cab

Review: On 5/05/15 I was returning to [redacted]. I had to drop my rental car off at [redacted] airport and then fly out of Phoenix Skyharbor. I called a shuttle bus initially to see if they would be able to transfer me from mesa to Phoenix Sky Harbor at 2pm they informed me that there wouldn't be another shuttle available till around 3pm. So I asked the lady on the phone the best way to get a ride between airports and she told me that there would be plenty of cabs outside the terminals and to just flag one down. I then called the cab company around 1:30pm and asked them about having a cab available to pick me up at mesa airport at 2pm the lady said not a problem there will be a cab there. I got to mesa airport dropped off the rental vehicle and was outside the terminals at 2pm, there was no cab to be seen. I then called the cab company again and they told me 5-10min. I waited about 15min called them back and they told me another 5-10min; I ended up calling them 3 times while waiting for a cab. It took the cab driver an hour to get there. after hopping in the cab with not much time to make it to the airport I told the driver what route that I wanted him to take because according to my map it would take 35 min. The cab driver didn't follow my instructions and it ended up taking 45min to get there, which by then I was late and my plane left. I wasn't going to contact the Revdex.com at first, I tried for two weeks trying to get a hold of the customer service supervisor for the company. I called everyday waiting to talk to her, filed multiple reports and then waited another week just for a phone call back. I was charged $88.03 for the taxi cab that didn't take me the route I wanted and then $236.60 for a new plane ticket that I wouldn't have had to purchase if the cab was there at 2pm in the first place. One lady I talked to at the yellow cab told me she had no records of someone being picked up on 5/5/15 at 3pm at mesa airport and I told her that I have the receipt to prove it, and all the call logs.Desired Settlement: Not only did I have to pay for the late cab ride with the improper route I also had to pay for a new plane ticket a subway ticket and a train ticket to get back home 16hours latter then expected. Time is money in my book; but from the cab company I would like a refund for the cab and the plane ticket. I called them in advance, they said someone was going to be there and then it still took them an hour to get there. So a total of $324.63 is the minimum.

Business

Response:

May 29, 2015[redacted]RE: Revdex.com Complaint [redacted]Dear [redacted]We are terrible sorry about your experience with Yellow Cab. We strive to provide excellent service to our customers and werecognize that where there is a human element/technology involved; there can be a chance for error. On behalf of Yellow Cab Company please accept my sincerest apologies. It is clear that measures need tobe taken to improve the quality of our customer service. To that end, your complaint has reached our call center manager[redacted], she is now investigation the actions of our employees and taking appropriate steps to correct the issue, also Fleet Manager [redacted] forfuture investigation on the drivers action, as of right now I need the following information:A copy of the receipt or if you pay with credit card thru the cab system the last 4 digits of the credit card.Itinerary of original flight.Purchase receipt for 2nd plan ticket.We would like to thank youfor taking the time to convey your experience with Yellow Cab and for bringing these concerns to our attention.Sincerely,[redacted]Yellow Cab ArizonaYellow Cab Company [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Attached is all the information you requested if you have any questions please contact me.

Regards,

I was over charged on a trip from my house to the hospital. when I called to complain I was hung up on twice before I got someone who might listen. Then they said they would call me back and never did. It was on a wheelchair taxi to the hospital then when I called back to get a wheelchair taxi to take me home the operator said that none were running today. After they had just took me to the hospital in a wheelchair taxi.

Review: I contacted yellow cab at 10:25 requesting to be picked up at a Carl's Jr. At [redacted] I was quoted 5 to 20 minutes. I then bought 16 dollars worth of food for my family and proceeded to wait. At 10:52 I called again because te cab had not yet arrived and they tild me no one had yet picked up my call. She then said that the cab would be there in another 5 to 10 minutes. I waited and waited. My phone ended up dying and Carl's Jr. Closed. I stood outside and waited until about 11:25. I then walked a couple of blocks down the road to a 7/11 where I had to use a pay phone. I called at about 11:33 very upset and the woman told me they didn't know what was going on with my driver. She then asked where I was and said they were going to send someone out for me.. I then asked her if they were going to make me pay after everything and she said unfortunately yes. She then stated she has no control over that. I then asked who does.. After a short gold she told me she was going to transfer me to Steven the supervisor. I then remained on hold for so long that I had to re deposit more money in the payphone.. Steven never picked up. Finally I got home and around 12:05. I can't believe that after all of the trouble, a service that says satisfaction is guaranteed, couldn't give me a free ride home or even pick up the phone after they had put me on hold. I was left standing outside in the cold with 16 dollars worth of food for my family got cold, then left on hold for an excessive amount of time. If I would've known I wasn't going to be picked up in 5 to 20 minutes like I was quoted I would've waited to order my food, and I would've called somebody else.Desired Settlement: I would like my $16 dollars worth of food compensated for, and an apology for such a horrible experience.

Business

Response:

The owner of the company forwarded this complaint to my office. I am the Quality Manager. I have reviewed the information submitted by the customer and my investigation confirms the details contained in this customer's summary of events. First, I want to sincerely apologize to this customer as this is not the level of service our customer's expect from Yellow Cab. A driver did accept this customer's request for service and was in the area but did not go to the pick up location and did not make a valid attempt to provide the service. The company will internally deal with the identified driver to ensure it doesn't happen again.Because of the inconvenience and expense to this customer, the owner will be forwarding a check to the name and address listed on the complaint in the amount of $16.00 (Sixteen Dollars USD). The decision to reimburse the customer is based on her expectations of service from Yellow Cab and is our company's way of saying we are not only sorry, we will continue to strive to provide the best taxi cab services in the future. Lyle W[redacted]Quality ManagerAAA Full Transportation, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I called on 7/29/15 for a pick up on 7/30/15 at 10:15AM for a ride to the airport. They took all my info including my phone number. I asked for confirmation number and the agent told me I didn't need one and the cab driver would call me in the morning on 7/30/15. At 10:20 no phone call or cab arrived. I called AAA Transportation and was transferred to taxi scheduler but was cut off after ringing for several minutes. This did this 11 times. I kept telling the receptionist at AAA that the call does not transfer and my flight leaves at 12:10PM. No call - nothing. No one answered at AAA. Finally at 11:00 I called a friend I barely know to take me to the airport which she did. We got to airport at 11:45AM. I have TSA Precheck which is the only reason I barely made my flight. How can a cab service operate this way??? Very bad bad service. The recording at AAA says they just mergered with Yellow Cab for better customer service! What a joke!! I even called [redacted] number ###-###-#### and never even got an answer there. Just ring, ring, ring. Someone agency needs to hold these taxi companies accountable!! They are horrible!!!